I Don’t Recognize a Transaction
If you don’t recognize a specific transaction and you’ve already checked that it wasn’t one of your registered automatic debits, open the app and request to speak with your dedicated Advisor to help you report the transaction.
You can also do this from the Card Menu by following these steps:
Open the UGLYCASH app and go to the Card Menu (the icon with the Visa card).
Scroll down and select "Report a Problem".
Choose the option that applies: "I don’t recognize a transaction".
Then, complete the requested information.
That’s it! Your report will be generated, and soon your Advisor will appear to assist you.
I Requested My Ugly Visa But Didn’t Receive It
Keep in mind that delivery times are up to 7 days. This is how long it takes for the shipping company to distribute the card across the country once it’s printed.
If you haven’t received your card after this period, contact your Advisor so you can review the address details together and request a new card if necessary.
My Ugly Visa Doesn’t Work at Physical Stores
Did you activate your Ugly Visa before using it? This is the main reason why some members can’t use their cards at physical points of sale once they receive them.
To activate it, simply:
Tap the banner that prompts you to activate your card.
Enter the last 4 digits of your card and tap "Confirm".
Create your card PIN, which will also be the one you use at ATMs.
Lost or Stolen Ugly Visa Card
Reporting your lost or stolen card is essential to protect your funds.
Open the UGLYCASH app and go to the Card Menu (the icon with the Visa card).
Click "Pause" to protect your funds.
Scroll down and select "Report a Problem".
Choose the option that applies: "I lost it" or "It was stolen".
Complete the requested information.
Your report will be generated, and soon your dedicated Advisor will handle your case.
Lost Access to Your Phone?
We’re here for you. Write to us at support@ugly.cash.